Team manager
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Managed a work group to meet the KPIs of different skills. Evaluated, reviewed, and measured the indicators of each collaborator. Guided, motivated, and corrected through feedback the key behaviors for the effective execution of inquiries received through machine learning.
•Implemented and developed action plans to tackle and improve performance barriers; by maximizing the use of active listening and metrics analysis to uncover associate opportunities.
•Owned team’s KPIs management and success goals; uncovered associates’ opportunities by providing behavior coaching or development plans, resulting in high-performing teams.
•Built engagement culture among the team; by maximizing the use of connections tool data to identify trends and tackle concerns upfront, resulting in a top-performer manager.
•Lead the Amazing SME Bootcamp program for the GO-AI Team. The main purpose of this project was to prepare top performers of the department for the SME position.
Concentrix Team Lead 04/2023 to 07/2023
Lead, develop, and motivate a team of 20-25 associates through 1:1s, behavioral and customer handling coaching, and individual development plans; develop talent and manage team performance to meet and exceed customer satisfaction goals. Implements performance goals, monitors, and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
•Implemented and developed action plans to tackle and improve performance barriers; by maximizing the use of active listening and metrics analysis to uncover associate opportunities.
•Owned team’s KPIs management and success goals; uncovered associates’ opportunities by providing behavior coaching or development plans, resulting in high-performing teams.
•Built engagement culture among the team; by maximizing the use of connections tool data to identify trends and tackle concerns upfront, resulting in a top-performer manager.
•Developed content for performance management improvement of the associates and improve chat handling.
GO-AI Team Manager (Amazon) 02/2022 to 04/2023
Managed a work group to meet the KPIs of different skills. Evaluated, reviewed, and measured the indicators of each collaborator. Guided, motivated, and corrected through feedback the key behaviors for the effective execution of inquiries received through machine learning.
•Implemented and developed action plans to tackle and improve performance barriers; by maximizing the use of active listening and metrics analysis to uncover associate opportunities.
•Owned team’s KPIs management and success goals; uncovered associates’ opportunities by providing behavior coaching or development plans, resulting in high-performing teams.
•Built engagement culture among the team; by maximizing the use of connections tool data to identify trends and tackle concerns upfront, resulting in a top-performer manager.
•Lead the Amazing SME Bootcamp program for the GO-AI Team. The main purpose of this project was to prepare top performers of the department for the SME position.
GO-AI Training Specialist (Amazon) 06/2020 to 02/2022
Training New Hires across all levels (Managers, Associates, and SMEs), Conducting Refresher and cross skill Training, Coaching, and Mentoring low performers, creating quality tips as per the feedback given by the Audit team and other observations, creating material for refreshers and training, pull reports, and represent the training team shifts hand over, team huddles, calibration calls, and Gemba meetings.
GO-AI SME Sr (Amazon) 01/2020 to 06/2020
Provide real-time assistance to associates to avoid defect inputs, drive projects and development of associates, design plans to help agents to reach and surpass their goals, work as a mentor for nesting associates, review and analyze performance metrics to identify areas of opportunity that will drive performance improvement, provide coaching, support Gemba and Calibrations calls.
Customer Service Associate (Amazon) 10/2018 to 01/2020
Solved customers' issues in real-time. Provided timely resolution to questions or challenging issues by researching internal tools. Escalated problems or variances in the information to the relevant owners and teams and follow through on the resolutions to ensure a satisfying customer experience.
English Teaching “Universidad Latina de Costa Rica” MT3 2018.
